Telecare and Out of Hours Call Monitoring Services
Wrexham County Borough Council is seeking to appoint a provider of Telecare Services for their county wide service and an ‘Out of Hours’ call monitoring service for a number of Council departments.
UK-Wrexham: Emergency telephones
Section I: Contracting authority
Wrexham County Borough Council
Health, Social Care and Well-Being Partnership, Lambpit Street Offices
For the attention of: Kay Board
LL11 1AR Wrexham
Telephone: +44 1978297034
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
Section II: Object of the contract
Service category No 24: Education and vocational education services
Main site or location of works, place of delivery or of performance: Wrexham, UK.
NUTS code UKL23
The key aim of the Telecare service is to support individuals, through the use of technology, to enhance their safety, health and quality of life and enable to live as independently as possible. The Telecare Service is a flexible customer focused service of the highest quality and value, supporting customer choice and individual need. The successful organisation shall ensure the delivery of a quality Telecare Service, working consistently to agreed standards and timescales. The service includes receiving referrals, service user profiling, installation, removal, maintenance and repair of equipment, stock management, and call monitoring.
We are seeking to work in partnership with an organisation that is innovative and creative in finding solutions to meet our Service Users’ needs by utilising a wide range of Telecare technologies. The Telecare service is demand led and it is essential that the organisation is able to work with a flexible and responsive approach to deliver a bespoke service.
Telecare packages are offered on two levels:
A Basic Package to anyone who is vulnerable and would benefit from the service. It includes an alarm unit, personal trigger, smoke detector, heat extremes detector, inactivity monitor and a bogus caller button.
Enhanced Packages are assessed through health or social care assessment and include a broad range of Telecare equipment to meet a higher level of need. Packages are highly individualised in some cases, including bespoke Individual protocols to enable effective Telecare provision to service users with complex needs.
A key safe is installed as part of all Telecare packages to enable access in the event of a Telecare activation requiring on site response. Wrexham County Borough Council have a Mobile Response Service which is delivered by an in-house team (not included in this tender) and the Telecare provider will work closely with this team to deliver a seamless service.
Currently Wrexham County Borough Council provides a Telecare service to 3 500+ service users with approx 3 000 basic packages and approx 500 enhanced The service is growing and it is expected that these numbers will increase year on year.
Estimated installation numbers are:
200 enhanced packages,
500 basic packages,
100 upgrades from basic to enhanced,
Out of Hours (Non-Telecare) call monitoring.
The Service Provider will monitor calls for various Council Departments/Services outside of standard opening hours.
These calls may be received for any department including Housing Repairs, Drainage, Highways.
Call volume approximately 6 000 per annum.
In addition to general out of hours call handling there a number of specific non Telecare elements within the contract:
EDT: The Service Provider will act as the backup call handler for the North East Wales Emergency Duty Team (NEWEDT). NEWEDT handles emergency out of hours calls for Social Care Services in Wrexham, Flintshire and Denbighshire. Call volume approximately 1 500 per annum.
Emergency planning: The Service provider will act as the primary initial contact for the Council in the event of a major out of hours emergency. Emergencies by their nature are low probability which cannot be predicted. The service Provider must therefore ensure that it has sufficient capacity to provide flexible support to the Council’s Emergency Management and Response Team (EMRT) in the event of a major emergency.
Carers Card: This service is run by the Wrexham Carers Information Service and provides a ‘Carers Card’ to informal Carers (e.g. family or friend) to enable alternative care to be arranged in the event of an emergency affecting the carer. The service provider will hold carer card details and individual protocols facilitate an appropriate response. Approximately 700 Carers currently use this service.
Key Safe Code Management: In addition to key safe details held for Telecare Service users, the service provider will hold secure records of key safes and codes for those fitted to properties where a Telecare package is not in place. These are primarily provided for domiciliary care provision. The service provider will work with the Council to implement a procedure for sharing Key safe codes with authorised domiciliary care providers and other authorised services/ personnel.
Lone Worker Monitoring: The Service provider will work with the Council to ensure that appropriate arrangements are in place for lone worker monitoring
Community Benefits do not apply to this contract.
32552120, 71700000, 79711000, 79512000
Section III: Legal, economic, financial and technical information
Section IV: Procedure
Section VI: Complementary information
In the first instance should you be interested in this contract opportunity you should email firstname.lastname@example.org with the subject ‘PQQ Request’. It is essential that the email has the subject field completed, emails without this are not delivered. Upon receipt of expression of interest full pre-qualification documentation will be issued.
When returning the PQQ two bound copies of your response are required, these should be returned to the address detailed below. One electronic copy is also required and should be emailed to email@example.com
Wrexham County Borough Council
Health, Social Care & Well-Being Partnership,
Lambpit Street Offices
Completed pre-qualification questionnaires must reach the Authority by 12 noon on the 27 February 2013 in accordance with the instructions given.
Any pre qualification questionnaire received after this date and time will not be considered unless there is evidence that it was posted or dispatched early enough to be received in due time by the normal course of post or dispatch AND it is received before the other tenders have been opened.
Buy4Wales Reference Number: 33493